Basic Functions:

• Primary responsibility is overall staff coordination and basic direct technical support overflow.
  

• Act as the single point of contact to the customer for coordinating service delivery.
  

• Manage technicians calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
  

• Preprocess service requests as they arrive through email manual entry or direct customer input.
  

• Monitor resource schedules to ensure prompt time entry on service requests.
  

• Continuous CheckIn Communication with customers as required: keeping them informed of incident progress notifying them of impending changes and agreeing on outages.
  

• Creation of service tickets for technical support staff.
  

• Tracks and manages the location of all technical support staff to ensure timely recording of all support activities and the resolution of issues.
  

• Assist in the creation and processing of estimates and orders.
  

Requirements

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge skill and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Interpersonal skills: such as telephony skills communication skills active listening and customer care.
  

• Ability to work in a team and communicate effectively.
  

• Ability to multitask and adapt to changes quickly.
  

• Technical awareness: the ability to match resources to technical issues appropriately.
  

• Service awareness of all organization s key services for which support is provided.
  

• Understanding support tools techniques and how technology is used to provide services.
  

• Typing skills to ensure quick and accurate entry of service request details.
  

• Selfmotivated with the need for little supervision.
  

Benefits

• Competitive compensation package including salary bonuses and other incentives
  
• Sick time paid holidays and vacation days
  
• Weekends and holidays off
  
• Medical & dental insurance 100% of premium paid by company
  
• 401k w/ generous employermatch employee program
  
• Snacks and coffee in the office
  
• Team catered lunch weekly
  
• Paid Parking